Creating Positive Conversations with Challenging Customers (2019)

Learn how to put a positive slant on a negative situation, and leave your customers feeling heard and valued.

Introduction

• Telling a customer what you can do

1. Working with Difficult Customers

• Be positive with customers, not provoking
• Pacing your customers
• Ask what else your customers may need

2. Positive Positioning Skills

• Use partnership language with customers
• Overcome resistance with customers
• Empathize for positive interactions with customers
• Words and phrases to avoid, and better options
• How to apologize to customers

3. Positive Positioning in Action

• Positioning your return and refund policies
• Issues with billing or customer rewards
• Your competitor is better

Conclusion

• Start, stop, continue exercise